ISBN: 976-610-566-9
Publisher: Customer Service Academy of Jamaica Limited
Format: Paper; 204-pp




Quality Customer Care For the Caribbean is written specially for tertiary students in the Caribbean; and for managers, supervisors and line employees in the public and private sector.

This 204-page book consists of eleven chapters:

Chapter 1: Principles of Quality Customer Care

Chapter 2 : Knowing the Customer

Chapter 3: Attitudes and Habits and their Effects on Service

Chapter 4: Dealing with Difficult Customers

Chapter 5: Enhancing Customer Value

Chapter 6: Mastering the Art of Listening

Chapter 7: Projecting a Professional Image

Chapter 8: Projecting Professionalism on the phone

Chapter 9: Teamwork

Chapter 10: Building Customer Loyalty

Chapter 11: Best Practices in Customer Service – Examples from the Caribbean and the U.S.

Numerous exercises are to be found throughout the book.



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